Description Of The Level Of Patient Satisfaction With Health Services In The Inpatient Unit Of Mayjen H.A Thalib Hospital

Putri Suci  Lorenza; Indah Mawarti; Yosi Oktarina

doi:10.22437/jkuj.v9i1.38824

Authors

Putri Suci Lorenza Departement of Nursing, Faculty of Medicine and Health Science, Jambi University, Jambi
Indah Mawarti Departement of Nursing, Faculty of Medicine and Health Science, Jambi University, Jambi
Yosi Oktarina Departement of Nursing, Faculty of Medicine and Health Science, Jambi University, Jambi

DOI:

https://doi.org/10.22437/jkuj.v9i1.38824

Abstract

Low levels of patient satisfaction affect hospital development. When medical services are unsatisfactory, patients move to another hospital. At Mayjen H.A Talib Hospital, Kerinci Regency, several patients complained about the cleanliness of the room and the response of the nurses. Data shows a decrease in the number of visits every year due to dissatisfaction with health services. This study aims to find out the descriptionof patient satisfaction with health services in the Internal Medicine, ENT and Surgery inpatient units at RSU Mayjen H.A Talib, KerinciRegency. This research uses a quantitative descriptive research with univariate analysis, using a servqual questionnaire based on 5 dimensions.Non-probability sampling technique using purposive sampling, a sample of 87 patients in the Internal Medicine, ENT and Surgery wards atthe Mayjen H.A Talib General Hospital, Kerinci Regency, in February-March 2022. The results obtained in this study show patientsatisfaction indicators show: tangible 65.22% satisfactory, reliability 62.38% unsatisfactory, responsiveness 58.72% unsatisfactory, assurance 71.48% satisfactory, empathy 63.01% unsatisfactory. Of the 5 dimensions, 2 dimensions satisfy the patient, 1 dimension is not satisfactory. It is hoped that the five dimensions will be improved and optimized to achieve patient satisfaction.

Downloads

Download data is not yet available.

References

1. Antara, I.G.N.P.J., Syamsudin, A. & Kurniawati, D. (2023) ‘The Relationship of Nurses Response Time to Patient’s Satisfaction in Emergency Department’, BEDR, 1(1), pp. 31–38. doi: 10.37363/bedr.2023.1110.

2. Arifin, M. et al. (2013) ‘Tingkat Kepuasan Pasien Rawat Inap Terhadap Pelayanan Keperawatan’, Jurnal Ilmu Kesehatan, 5(2), pp. 1–10.

3. Arifin, Z. & Lestari, M. (2022) ‘Analysis of Inpatient Service Quality and Patient Satisfaction in Public Hospital’, International Journal of Health Science and Technology, 4(2), pp. 87–96. Available at: https://jurnal.unisayogya.ac.id/index.php/ijhst/article/view/1020.

4. Asmuji (2011) Manajemen Keperawatan: Konsep dan Aplikasi. Yogyakarta: Ar Ruzz Media.

5. Ayuningtiyas, K.R. et al. (2015) ‘Tingkat Kepuasan Pasien Pada Pelayanan Keperawatan di Rumah Sakit’, Jurnal Pendidikan Kesehatan, 4(2), pp. 83–90.

6. Biresaw, H. et al. (2021) ‘Patient Satisfaction Towards Health Care Services Provided in Ethiopian Health Institutions: A Systematic Review and Meta-Analysis’, Health Services Insights, 14. doi: 10.1177/11786329211040689.

7. Dewi, L.K. & Safitri, E. (2022) ‘Patient Perception on Inpatient Service Quality: An Indonesian Perspective’, International Journal of Nursing and Health Services, 5(3), pp. 45–53. Available at: https://ijnhs.net/index.php/ijnhs/article/view/200.

8. Hartati, S. & Kusuma, A. (2023) ‘Relationship between Health Service Quality and Patient Satisfaction in Hospitals’, Jurnal Kesehatan Prima, 17(1), pp. 72–80. Available at: https://jkp.fkkmk.ugm.ac.id/article/view/1056.

9. Hijrah, N. (2019) ‘Kepuasan Pasien Rawat Jalan Terhadap Kualitas Pelayanan’, Jurnal Pendidikan Kesehatan, 7(3), pp. 1–8.

10. Irmawati & Kurniawati (2014) ‘Pengaruh Kualitas Layanan Kesehatan Terhadap Keputusan Pasien Berobat di RSUD Moewardi Jebres’, Jurnal Manajemen dan Bisnis, 15(1), pp. 22–30.

11. Kotler, P. (2003) Manajemen Pemasaran: Analisis, Perencanaan, Implementasi, dan Kontrol. Jakarta: PT Prenhallindo.

12. Kuntoro, A. (2010) Buku Ajar Manajemen Keperawatan. Yogyakarta: Nuha Media.

13. Kurniawan, A. & Sari, P. (2020) ‘The Impact of Healthcare Staff Attitudes on Inpatient Satisfaction’, Jurnal Psikologi Kesehatan, 9(2), pp. 88–94. Available at: https://jpk.fk.unair.ac.id/article/view/288.

14. Meng, L. et al. (2025) ‘A Multi‐Center Prospective Study on the Healing of Neuro‐Ischemic Ulcers in Singapore: A Prospective Cohort Study’, Health Science Reports, 8(1). doi: 10.1002/hsr2.70332.

15. Mustika, D. & Sari, K. (2019) ‘Hubungan Dimensi Kualitas Layanan dengan Kepuasan Pasien’, Jurnal Ilmu Kesehatan, 6(1), pp. 10–21.

16. Natsir, E. (2008) Kinerja Perawat dalam Melaksanakan Asuhan Keperawatan di Rumah Sakit dan Faktor yang Mempengaruhinya. Jakarta: EGC.

17. Oini, O. et al. (2017) ‘Tingkat Kepuasan Pasien terhadap Pelayanan Keperawatan’, Jurnal Kesehatan, 1(1), pp. 50–65.

18. Oktaviani, R. & Yuliana, T. (2020) ‘Quality of Health Services and Patient Satisfaction in Hospital Settings’, Jurnal Kesehatan Masyarakat Nasional, 15(4), pp. 176–183. Available at: https://jurnalkesmas.ui.ac.id/kesmas/article/view/943.

19. Pohan, S. (2003) Dasar-Dasar Pengertian Jaminan Mutu Pelayanan Kesehatan. Jakarta: Kesaint Blanc.

20. Pratama, H. & Dewi, F.R. (2024) ‘Measuring Patient Satisfaction Using SERVQUAL in Inpatient Services’, Jurnal Administrasi Kesehatan Indonesia, 12(1), pp. 50–59. Available at: https://jak.ub.ac.id/index.php/jak/article/view/1305.

21. Rachmawaty, R., Wahyudin, E. & Bukhari, A. (2023) ‘Exploring Patient’s Clinical Outcomes, Hospital Costs, and Satisfaction After the Implementation of Integrated Clinical Pathway-Based Nursing Practice Model’. doi: 10.21203/rs.3.rs-3455538/v1.

22. Setiawan, B. & Laila, R. (2023) ‘Analysis of Factors Affecting Inpatient Satisfaction in Regional Hospitals’, Jurnal Ilmu Kesehatan, 11(4), pp. 150–158. Available at: https://jik.ub.ac.id/article/view/1091.

23. Siswati, S. (2015) Etika dan Hukum Kesehatan dalam Perspektif Undang-Undang Kesehatan. Jakarta: PT Raja Grafindo Persada.

24. Supriyanto, S. & Wulandari, R. (2011) ‘Manajemen Mutu Pelayanan Kesehatan’, Jurnal Health Advocacy, 1(1), pp. 1–20.

25. Sumijatun (2010) Konsep Dasar Menuju Keperawatan Profesional. Jakarta: CV Trans Info Media.

26. Sumiati, S., Agustina, U. & Jati, W.P. (2023) ‘The Influence of Class III Inpatient Sanitation on Patient Satisfaction at Bhayangkara Hospital Tk. III Nganjuk’, Journal of Health Management Services, 5(2), pp. 38–42. doi: 10.30994/jhms.v5i2.54.

27. Susanti, R. & Wijayanti, D. (2023) ‘Patient Satisfaction with Inpatient Services at Regional General Hospital’, Jurnal Keperawatan Indonesia, 26(1), pp. 34–42. Available at: https://jki.ui.ac.id/index.php/jki/article/view/1152.

28. Wiratno, D.H. (1988) ‘Pengukuran Tingkat Kepuasan Konsumen dengan Servqual’, Jurnal Wahana, 1(1), pp. 1–10.

29. Yusnita, D. & Herlina, N. (2021) ‘Service Quality Improvement to Enhance Inpatient Satisfaction’, Jurnal Pelayanan Publik, 6(1), pp. 30–36. Available at: https://jpp.um.ac.id/article/view/922.

30. Zarepour, Z. et al. (2023) ‘Social Health Insurance and Healthcare Seeking Behavior in Urban Ethiopia’, Annals of Global Health, 89(1), p. 84. doi: 10.5334/aogh.4240.